The Zappos Experience, Joseph A. Michelli
The Zappos Experience, Joseph A. Michelli
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The Zappos Experience
5 Principles to Inspire, Engage, and WOW

Author: Joseph A. Michelli

Narrator: Joseph A. Michelli

Unabridged: 8 hr 32 min

Format: Digital Audiobook Download

Published: 08/05/2014


Synopsis

ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry.The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements:• Serve a Perfect Fit—create bedrock company values
• Make it Effortlessly Swift—deliver a customer experience with ease
• Step into the Personal—connect with customers authentically
• S T R E T C H—grow people and products
• Play to Win—play hard, work harderWhen you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.Now that strategy is yours.With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.

About Joseph A. Michelli

Joseph A. Michelli, Ph.D., is the bestselling author of Prescription for Excellence and The Starbucks Experience. He is an internationally sought after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.


Reviews

Goodreads review by Mark

This book should have been a 10-15 page news or business magazine article. I was tempted to only give it one star, but Joseph Michelli does add some good takeaway notes, and has some challenging questions that would allow an owner of a small business to compare their customer service and culture to......more

The Zappos Experience: 5 Principles to Inspire, Engage and Wow by Joseph Michelli was chosen by Soundview Executive Book Summaries as one of the Top 30 Business Books of 2012. THE SOUNDVIEW REVIEW: When business book authors seek companies that exemplify superior abilities in areas such as innovation,......more

Goodreads review by Jay

Zappos is known for their excellent customer service. In this book, the author, Joseph Michelli, investigates the company to determine how they have architected their company to provide this service. He breaks it down into 5 sections, but it can truly be focused on creating company process that enab......more

Goodreads review by Melsene

This is a really interesting book about Zappos, an online retailer, and what makes them stand out in the customer experience realm. This is the third Michelli book on customer experience that I've read so I'm comparing this one with the others to some extent. Zappos started out selling only shoes ba......more